Tue.Jul 27, 2021

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Preparing Your Brand's Customer Service for the Post-Pandemic Boom

Advantage Communications

It’s been a difficult year and a half for businesses. Consumer spending completely collapsed during the first wave of the COVID-19 pandemic, with huge economic impacts affecting consumers and businesses alike.

Brands 98
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Alida Summer ‘21 Release Provides Richer Insights to Elevate CX

Alida

Summer is here, and the Alida team has been hard at work to deliver our third quarterly product release of the year—and it’s a big one!

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The 23 Keys to Creating Raving Fans Part 1

C3Centricity

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it. If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty.

B2C 179
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Why Promoting Effortless Experience is Not the Right Thing to do for the CX Industry

Sampson Lee

Unless the tech giants have paid their due taxes, it is not right for the CX industry to advocate effortless experience (except for companies whose brand promises are “fast and easy”). This is because it will lead to three negative consequences: Exacerbate income inequality Reduce the competitiveness of enterprises Damage the customer experience profession Two […].

Industry 111
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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Customer Experience vs Customer Service: What are they, and how are they different?

Zonka Feedback

Customer Experience and Customer Service both are your priorities to keep your customers happy and achieve business growth. Both are part of a customer-centric approach and are considered the same thing. Thus, both the terms are used interchangeably but are they the same things? No, they are different from each other.

More Trending

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Conversational AI: A Complete Guide for Business in 2021

kommunicate

What is Conversational AI? We all remember conversing with a Chatbot at some point in our lives. And we also remember having to then connect with a Human because the chatbot couldn’t understand our query. It was simply too complex for the Bot to decipher. The customer support executive, however, could easily understand our intent [.]. The post Conversational AI: A Complete Guide for Business in 2021 appeared first on Kommunicate Blog.

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Why Customer Loyalty will likely fail when you do these things

Zonka Feedback

Loyal customers are the primary source of attracting more sales into your business. Loyal customers make repurchases with you and also attract other customers into your business through their good word-of-mouth. When you have your loyal customers with you, nothing can stop you from attaining excellent business success.

Loyalty 98
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Announcing Delighted Product/Market Fit surveys. Add PMF to your product development toolkit.

delighted

There’s no sugarcoating the fact that achieving and maintaining product/market fit is a constant struggle. And it doesn’t matter what stage of growth you’re in – no startup lucks into PMF, and no enterprise holds onto it forever. To support you in making your product experience a cornerstone of your brand along with your customer and employee experience, we’re thrilled to announce the newest survey template to our lineup: Product/Market Fit (PMF) surveys.

Survey 98
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Returning to the Office Creates New Concerns for HR

SurveyGizmo

Note from the Alchemer Webinar on HR.com. Recently, Alchemer hosted a webinar with HR.com to talk about the challenges of returning to the workplace after 14 to 18 months away. The panelists – Vanessa Bagnato, Director of Enterprise Solutions, and Sue Bonsor, Director of Customer Support at Alchemer – talked about the different workplace models and considerations for developing a return-to-work plan, and involving employees in the decision during the webinar. .

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Don’t Lose the Human Touch When Using AI and Big Data for Marketing

Hallmark Business Connections

As we make our way through 2021, our Artificial Intelligence (AI) and Business Intelligence (BI) dreams are turning into a reality. Bots, machine learning, predictive models, and big data all impact businesses daily. But are these technological advancements making brands appear less caring? Less real? Less human? It’s a valid concern, especially when the latest trends in customer experience point to the fact that we need to be more human with our customers.

Data 98
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Why You Must Replace the Suggestion Box

Opinionator

The customer satisfaction survey has been around for over 40 years. It is widely used as a method to gauge customer satisfaction, and is now an integral part of corporate, government, and organization management strategies. The employee version of the same thing has been around even longer. Notwithstanding this – a long shelf is not […].

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Amazing Business Radio: John Wass

ShepHyken

Choose Your Customers. How To Compete with the Digital Giants. Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on their most profitable customers. Top Takeaways: Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique. It is critical for brands to choose the customers that their business model, team, and company DNA engages with the best.

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Why does text analytics have a bad reputation?

Thematic

Text analytics has been around for dozens of years and several hype cycles. The most recent one, in 2020, is attributed to GPT-3, a proprietary language model. It’s basically a giant black box that costs an estimated $12 million to train. A language model means that if you give it an input in natural language, it provides an output, such as a summary.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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51 Percent of Companies have Re-engineered Processes for Better Customer Experiences

Alliance by IFS

New survey data suggests that only enterprise software optimized to deliver, not units, not revenue, but the inflection points that matter to. The post 51 Percent of Companies have Re-engineered Processes for Better Customer Experiences appeared first on IFS Blog.

Company 65
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Why Loyalty is More Important Than Acquisition for Retailers in a Post-Covid World

Conversocial

In over a year of constant disruption for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands. Everything we are seeing from our own data at Conversocial and reports from key industry voices like Forrester and McKinsey, is pointing towards the digital shift in consumer habits being here to stay.

Retail 64
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Making the Case for Community Research

Vanilla Forums

"When was the last time you spoke to members of your community?".

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GlowTouch LLC Earns Recognition in Everest Group’s 2021 CXM PEAK Matrix®

GlowTouch

Newest member ranked alongside the industry’s most innovative and well-established customer experience management solution providers LOUISVILLE, Ky., July 27, 2021 (Newswire.com) – GlowTouch LLC , a global Business Process Outsourcing (BPO) services provider based in Louisville, Kentucky, announced today that the company has been recognized as an Aspirant by Everest Group in the analyst’s 2021 Customer Experience Management (CXM) – Service Provider Landscape with Serv

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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5 Ways to Perfect Your Customer Experience Strategy

CSM Magazine

It’s said that there’s no room for doubt as to what customers mean to a business. Customers are believed to be the primary driver for sales, and without them, a business would be non-existent. So, it’s always advisable to take good care of clients and provide them with solutions to their needs. This is essential for any company that’s looking to remain relevant and competitive in the game for the years to come.

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Interview with Chase Polan, Founder and CEO of Kypris Beauty

C Space

Interview with Chase Polan, Founder and CEO of Kypris Beauty. By Lidi Grimaldi, Express Arena Subject Matter Expert. 3 Chase Polan is the Founder and CEO of Kypris Beauty, a beauty brand which specializes in sustainably grown botanicals, and one which has developed a very loyal customer base during its 10 years in business. Kyrpis is not the first company Polan founded – she ran an educational consultancy for 11 years, launching it when she was just 21 years old, but quite naturally found h

Fashion 52
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Top 10 Pollfish Alternatives To Use In 2021

SurveySparrow

Do you know or can predict everything? By everything, we literally mean everything! From knowing whether your friends like your singing (we all think they do!) to predict when the toilet papers need to be bought again. Do you have a concrete & confident answer to everything? We’re guessing a ‘no’ unless you have some mystical powers, and the best answers you could give are your guesses and speculation.

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Interview with Charles Stanley, President of De Beers Forevermark

C Space

Interview with Charles Stanley, President of De Beers Forevermark. By Jeanie Havens, Express Arena Subject Matter Expert. 3 Charles Stanley’s insight into the luxury jewellery business comes from his time at some of the biggest diamond brands in the world, including Harry Winston and DeBeers. He was part of the team that helped to brand the DeBeers name, and was later involved in launching Fovermark, of which he is now President.

Course 52
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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CS Careers and Compensation Skyrocket in 2021

Gainsight

Last year the world entered uncharted territory, and economists globally made predictions about whether we would have a V, L, or W-shaped recovery. In April 2020, the unemployment rate reached 14.8% , the highest rate observed since data collection began in 1948. In hindsight, looking at these stark facts, we could not have imagined that a year later, the reverse would be true.

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So, You Want to Write a Case Study?

Education Services Group

You did it! You’ve done incredible, meaningful work with your customer, and they clearly love you, your product, and your company. Getting customers to that stage is really the ultimate goal of Customer Success, so this is a moment to be celebrated (cheers!) and documented. Documenting these success stories can be done in several different ways, including written or video customer testimonials, asking that customer champion to take a reference call with another new perspective customer, or by th

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PCI Pal Announced as a Finalist in the 2021 Cloud Excellence Awards

CSM Magazine

PCI Pal , the global provider of cloud-based secure payment solutions, has been announced as a finalist in the 2021 Computing Cloud Excellence Awards for the ‘Best Cloud Finance Solution’ category. The award submission focusses on how PCI Pal has supported new and existing customers in being able to continue securely handling payment transactions amid the pandemic, when contact centre agents transitioned to working from home.

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NobelBiz Releases New E-book On-Premise vs. Cloud Contact Center Solution

NobelBiz

Choosing between on-premise and cloud technologies is a complicated process with numerous variables. And, it is critical to accurately analyze company needs in order to tip the scales toward one solution or another. In our new ebook, we go through the benefits and drawbacks of each technology, the types of Cloud solutions, and all you need to know about the obstacles of cloud migration.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Telemarketing Services in the Philippines versus India – Which is Better

Magellan Solutions

Why are Telemarketing Services in the Philippines and in India considered as the top places to outsource? Contrary to popular belief, telemarketing is still a viable marketing strategy for small to midsize businesses. The best telemarketing services offer more than just cold calling random numbers to sell something. They assist with lead generation, campaign management, and other essential services to make sure you’re generating a high ROI.

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Retailers Need to Concentrate on Loyalty Over Acquisition to Thrive

Conversocial

In over a year of constant disruption for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands. Everything we are seeing from our own data at Conversocial and reports from key industry voices like Forrester and McKinsey, is pointing towards the digital shift in consumer habits being here to stay.

Retail 52
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Should Sales Enablement Be Responsible For Hiring New Reps?

Forrester's Customer Insights

At this year’s Forrester B2B Summit, we introduced our Sales Competency Management Framework, which provides a comprehensive look at sales talent management through the lens of attracting, onboarding, and optimizing (ongoing development) sales professionals.

Sales 60